Support Metrics: Occupancy Vs Utilization
Explore the distinction between occupancy and utilization metrics in customer support, highlighting how each metric measures different aspects of agent productivity and efficiency.
What Is Successful Call Center Performance Management?
Strategies for effective call center performance management and tips for achieving success in managing and improving call center performance.
A Guide to Reducing Hold & Chat Wait Times
A comprehensive resource for contact center managers, providing actionable strategies and best practices to minimize hold and chat wait times, improving customer experience and operational efficiency.
Inbound Call Centers: What Are They and Who Are They For?
An informative overview of inbound call centers, their purpose, and the types of businesses that can benefit from utilizing their services, offering valuable insights for those considering implementing an inbound call center strategy.
Call Center Outsourcing: What it is and How Much it Costs
An in-depth overview of call center outsourcing, explaining its definition, benefits, and factors that influence the cost, offering valuable insights for businesses considering outsourcing their call center operations.
